Call Center Scheduling Process

First : Sheron
Last : Banks-Fallis

System or Organization: Chicago Teachers' Pension Fund

Topic: Call Center Scheduling Process

Your Question/Comment: Chicago Teachers' Pension Fund is surveying similar organization for their approach to call center customer service.

• What are the normal office hours for your organization?
• Do your call center hours match normal office hours?
• How many hours of training do you provide to call center staff?
• How do you approach on-going training?
• Do you ever shorten call center hours to conduct meetings or schedule training?
• How many hours of ongoing training do you provide in a year?

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